What are the responsibilities and job description for the Customer Service Manager position at de Jong DUKE LLC?
Job Summary:
We are seeking a dedicated and proactive Customer Service Manager to lead our North American customer service team. This is a pivotal role for a hands-on leader who is passionate about delivering outstanding service and building lasting customer relationships. You will be responsible for overseeing all customer support operations, mentoring your team, and serving as the voice of the customer within our organization. The ideal candidate is an empathetic coach, a skilled problem-solver, and adept at streamlining processes to enhance the customer journey.
Key Responsibilities:
Team Leadership & Development:
Lead, mentor, and inspire a team of Customer Service Representatives, fostering a culture of excellence, empathy, and accountability.
Conduct regular coaching sessions, performance reviews, and training programs to develop team skills in conflict resolution, product knowledge, and customer communication.
Customer Service Strategy & Excellence:
Develop and implement strategies to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and first-contact resolution rates.
Monitor customer service metrics and KPIs to assess team performance, identify trends in customer issues, and drive continuous improvement.
Proactively identify common customer challenges and work cross-functionally to address root causes and improve the overall customer experience.
Customer Advocacy & Cross-Functional Collaboration:
Serve as the primary point of escalation for complex or high-priority customer issues, ensuring timely and effective resolution.
Build strong collaborative relationships with internal teams, including Sales, Production, Warehouse, Technical Support, and Supply Chain, to advocate for customer needs.
Communicate customer feedback, insights, and trends to relevant departments to help inform product, process, and service improvements.
Operational Excellence:
Maintain expert-level knowledge of all company products, parts, and equipment to provide accurate guidance to both team members and customers.
Oversee the efficient use of CRM and ERP systems to manage customer interactions, track cases, and maintain accurate records.
Develop and refine customer service procedures, knowledge base content, and workflows to enhance efficiency and service quality.
Qualifications:
Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
6 years of progressive experience in a customer service or customer support role, with at least 2 years in a leadership or team lead capacity.
Proven track record of improving customer satisfaction metrics and leading a high-performing service team.
Exceptional verbal and written communication skills, with the ability to de-escalate tense situations and convey empathy and professionalism.
High proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
Strong experience with CRM and ERP systems for case management and reporting is highly preferred.
Excellent organizational and problem-solving skills with the ability to prioritize in a fast-paced environment.
A proactive, customer-centric mindset
Proven ability to lead teams, improve processes, and drive customer satisfaction.
Schedule:
Monday – Friday, Full-Time
What Can We Offer:
Medical benefits through Blue Cross or Blue Care Network with HSA and FSA plans available
Dental and Vision insurance through Delta
Generous PTO and holiday schedule
4% match of 401 (k) investment
Life Insurance and Disability Insurance